Mebelkart.com — Product not shipped and refund not done

Address:	560075
Website:	www.mebelkart.com

I have reached out multiple times to Mebelkart customer care regarding an order. One product out of 2 was NOT delivered. Every time I reach out to check the order status, they just create a new ticket and there is no proper update of whether the refund will be made or the product to be delivered. Its been more than 2 months now and its stand still and absolutely no commitment and quality service from them.
ticket #48861
ticket #50344
ticket #52460.
I am not sure if there are any internal escalation team/ audit checks on these tickets/queries/complaints created. What is the way to action on such fraud services?